About Baubap
We are a fast-growing, Mexican fintech startup with the mission to become the bridge to people’s financial freedom through technology.
We are providing microloans to people in financial need through a fast and efficient process, always treating them with the respect and dignity they deserve.
Our long-term vision is be the most inclusive digital bank in LATAM with more than 2.5 million clients.
About your role
You will be taking care of the most important part of the business, our clients.
Keep in mind that you will be supporting customers remotely (via chat) and in-person, since you will be located in our main office (Colonia Roma Norte Mexico city 9am-3pm)
Our main team objective is to provide a world-class service. You will be trained to dive deep into customer problems to ensure that all issues are resolved "from the root”. By identifying recurring issues, you will be able to propose product improvements that can prevent similar issues from arising in the future. This holistic approach ensures that we are not only resolving issues, but also continuously improving our product.
Day to day
- Issue Resolution: Resolve customers issues, such as loan request questions, payment problems, account-related questions, or any other concerns customers may have. The objective is to provide accurate and timely solutions to ensure customer needs are met and problems are resolved.
- Knowledge and Expertise: Develop expertise in key topics related to Baubap's products, services, and financial solutions. This includes staying updated with the latest information, regulations, and industry trends to provide accurate and helpful guidance to customers.
- Team Collaboration and Leadership: Work closely with other teams within Baubap, collaborating effectively and providing guidance to these teams, ensuring smooth customer issue escalation and resolution.
- Play Store reviews: Monitoring and responding to all reviews that our customers share with us on the Play Store to ensure that none of them are left without a proper response.
- Manual disbursements approval: Perform manual verification on any discrepancies that require a human eye, serving as our final and reliable security review whenever necessary.
Requirements
What you bring to the team
- Experience in customer service: Previous work or professional experience in roles that involve assisting and interacting with customers. It demonstrates familiarity with customer service principles, such as effective communication, problem-solving, and providing excellent service.
- Medium English: You can communicate effectively in English and you are able to understand and express ideas in English.
- Startup experience (nice to have): Previous experience working in a startup environment is not a requirement but is considered advantageous or desirable. Be familiar with the unique challenges and dynamics of a startup, such as adaptability, resourcefulness, and a willingness to take on diverse responsibilities.
Your skills
- Clear and transparent communication. You are able to able to express your thoughts clearly, concisely and to the point. You can openly discuss any blockers you have, and constructively point out areas for improvement.
- Relentlessly resourceful at execution and problem solving. You make things happen, no matter what. You are disciplined, organized and systematically follow through on your work. Instead of getting stuck thinking "well, this doesn't work", you look for creative / innovative / outside-of-the-box solutions to fix the issue and move on.
- Sense of urgency. You operate with a constant sense of urgency (as if there was a large, hungry wolf chasing you), constantly looking for ways to move ahead and push everything around you to get to your desired outcome in the most efficient and productive way. You don’t wait around and make things happen.
- Flexibility / adaptability / resilience. You ****can maintain your composure and focus despite the constantly changing environment, and adequately adapt to new conditions. You can swiftly change the course of action when needed, and you don't get easily demotivated.
- Being self-driven /committed. You require very little guidance and intervention from your leader to move ahead. You can correctly read what the situation requires, and take the necessary action accordingly. If your leader were to disappear, you can still move ahead and make relevant things happen. You act because you want to, and not because someone else is telling you that you should.
- Helping others succeed / strong stakeholder focus. While tackling the responsibilities on your plate, you are constantly thinking "How will this impact the other party? Am I doing the absolute best I can to offer excellent support / service? What more could I do to help the other side achieve their goal or grow? Am I optimising for myself, or for the common good?"
Benefits
What we can offer you
- Being part of a multinational, highly driven team of professionals.
- Flexible and remote working environment.
- High level of ownership and independence.
- 20 vacation days / year + 75% holiday bonus.
- 1 month (proportional) of Christmas bonus.
- "Vales de despensa" - 3,112 MXN / month.
- Health & Life insurance.
- Home office set-up budget.
- Unlimited budget for Kindle books.
- Baubap Free Loan.
- Competitive salary.
